Configurability, Maturity, and Value Co-creation in SaaS: An Exploratory Case Study

Eruani Zainuddin, Paola A. González
2011 International Conference on Information Systems  
This study answers the research question, "How do value co-creation componentsvalue, offering, value networks, user involvement, and interaction process -change over time as Software-as-a-Service (SaaS) configurability moves toward maturity?" We conducted a case study of GlobalSchool, a SaaS company providing administrative software to small-sized schools. We refined the SaaS maturity model by integrating the concept of self-service. We further assessed configurability (along with SaaS
more » ... from the co-creation of value perspective. Our findings show that value co-creation components are dynamic, changing at different maturity levels. We also identified two drivers for change -knowledge and volume of clients. Our study contributed toward the SaaS and value co-creation literature. The managerial implications include the need for SaaS vendors to balance between providing support and self-service, solicit feedback from long-standing clients, and slowly transition clients to the self-service concept.
dblp:conf/icis/ZainuddinG11 fatcat:slqt4xx6hnguraezrft5oqwvo4